Interpersonal Skills PDF

Great minds discuss ideas Average minds discuss events Small minds discuss people ~Eleanor Roosevelt Interpersonal Skills  Learning Objectives Define the term ‘interpersonal skills’. Understand the various types of communication; Discuss the methods of dealing with various cus...

Great minds discuss ideas Average minds discuss events Small minds discuss people ~Eleanor Roosevelt Interpersonal Skills  Learning Objectives Define the term ‘interpersonal skills’. Understand the various types of communication; Discuss the methods of dealing with various customers; Describe how to record an incident.  Interpersonal Skills Interpersonal skills are the life skills we use every day to communicate and interact with other people. Interpersonal Communication There are seven main areas of interpersonal communication which are: Verbal communication - What we say and how we say it. Non-verbal communication - What we communicate without words (facial expressions, body language and hand gestures). Listening skills - How we interpret both the verbal and non-verbal messages sent by others. Negotiation - Working with others to find a mutually agreeable outcome. Problem-solving - Working with others to identify, define and solve problems. Decision-making - Exploring and analyzing options to make sound decisions. Assertiveness - Communicating our values, ideas, beliefs, opinions, needs and wants freely. Good Interpersonal Skills 1. Addressing Customers Use ‘Sir’ or ‘Madam’ if name is not known. Refer to guests as ‘Mr.Adams’ or Mrs.Allyene’ if the name is known. Only refer to the guest by ‘Ana’ or ‘John’ if the guest prefers the informal greeting. Use ‘Good morning’ etc. 2. Dealing with Customers Never speak to another employee without excusing yourself from the customer. Never serve customers while having a conversation with your colleague. Never talk across the room to another employee or the customer. 3. Dealing with Customers During Service The list below identifies examples of interpersonal skills needed at particular points during the service: 1. Showing customers to their table and seating customers 2. Handing menus & Wine list 3. Opening and laying the napkin 4. Offering water and serving bread and butter 5. Explaining food and beverages 6. Serving and clearing 7. Offering accompaniments 4. Dealing with Children  Offer a high chair where necessary  Avoid serving alcohol to minors  Small portion sizes  Provision of kids tools (crayons etc.)  Pay close attention to kids movements as it can cause an accident  Depending on the age of the children, they should be addressed as ‘Sir’ or ‘Madam’  Dealing with Customers with Additional Needs 5. Customer Mobility  Tables where there are adequate space for manoeuvrability and little to no traffic.  Tables with easy access to cloakrooms, exits and fire exits.  Always ensure that menus and wine lists are immediately available to any wheelchair user.  Never move the wheelchair without asking the customer first.  Crutches/walking sticks should be placed in a safe but accessible and readily available position.  Customers with dexterity difficulties may be assisted by first asking the customer how best they can be helped. 6. Blind and Partially Sighted Customers  Talk and treat the customer like all other customers.  Do not talk to their companions as if the person was not there.  Offer to read menus or wine and drink lists.  Remember it is by touch that blind people ‘see’ and are made aware that they are involved in what is happening around them.  Ask if you should describe where the food items are on the plate. 7. Customers with Communication Difficulties  Speak directly to the customer and stand in such a position that the customer is able to see your face clearly.  Speak normally but more distinctly.  Seat customers away from possible excessive noise, as this is uncomfortable for customers wearing hearing aids.  Listen attentively to what is being said to you to ensure you understand the customer’s requirements.  Dealing with Incidents Should be dealt with immediately as delaying will cause confusion and incidents may be wrongly interpreted if not dealt with straight away.  Types Of Incidents  Spillages  Returned food  Lost property  Illness  Alcohol over-consumption  Unsatisfactory appearance  Lost Child  Recording Incidents Always report any incident immediately regardless of how minor or major the situation is. The basic information that should be found in the report is as follows: Place Date Time Nature of incident Individual, signed reports from those concerned Action taken Name, address and phone number of the customer involved and also of the staff involved. Lost Children Obtain the following information:- Male/female Name Age Where last seen Clothing worn Any predominant features Colour of hair Whether any accessories were being carried e.g. a doll What is a Complaint? An expression of dissatisfaction made to an organization relating to its products or services.  Handling Complaints Listen Repeat Apologize Acknowledge Explain action Thank Follow up Do’s & Don’ts of Handling Complaints Address customers by name All communication should be in the first person. Use “I am sorry” not “we”. Don’t make excuses or blame others in your organization Give the customer your full attention and establish eye contact Paraphrase their complaint in your own words to determine whether you have correctly understood the situation. Don’t be defensive Be composed at all times Don’t take criticisms personally Offer an apology even if the disservice is not your fault Show empathy by using such phrases as: “I can understand how you feel”, “I appreciate what you’re saying.” Tell them what you can do…not what you can’t do Find out what it will take to turn their dissatisfaction into satisfaction If they agree to that solution, act quickly before they change their mind Follow up Remember: You can never win an argument with a customer  Types of Difficult Customers Angry Demanding Critical Non-stop talker Indecisive Sarcastic Argumentative Why are They Difficult? They are often expressing a need but chose an inappropriate and impolite way to communicate this need. They are difficult for their own reasons; Not because of you Reasons for Being Difficult Tired or frustrated Confused or overwhelmed Defending their ego Feeling ignored Under the influence of alcohol or drugs In a bad mood In a hurry